The posting
Functional overview
Inchcape has begun to deploy the DDCs to support global, regional, and local IT services. As part of the DDC strategy, Service Design and Architecture is accountable for supporting the global/regional/local service entities and platforms providing one ITSM Tool Suite, standard Automation and Self-Service Solutions, with central administration, allowing distributed technicians and requesters. Will work for having standard service offerings but differentiated via markets criticality.
This role is accountable for the design, implementation and operations control related activities of the following processes: IT service catalogue management and Service Level Management; ensuring the IT services featured in the markets work in unison and in the most optimal way to help the business meet its needs. This role will deliver integration across cloud and on-premises, including the enterprise service bus to facilitate process orchestration for IT services optimization, event processing for proactive pattern detection, rules for services agility, and services activity monitoring to deliver role-based services visibility.
Duties and responsibilities
- Develop a service integration architecture strategy for the enterprise based on a situational awareness of various markets scenarios and motivations.
- Apply a structured service integration architecture approach and methodology for capturing the key views of the business and IT unit in the context of the enterprise.
- Create technical process model/flows that show technical integration points between applications based upon IT services requirements.
- Act as a subject matter expert in the development of integration architecture framework, tool suite selection, and design and methodology development.
- Evolve IT services data models to meet new and changing markets requirements.
- Design IT Services logical data models for informational and operational systems.
- Ensuring adherence to the Service Design & Architecture approach across global, regional, and local IT systems.
- Needs to be able to understand technical issues at high level to both converse with the technical recovery teams as well as translate technical language to keep the markets updated where required.
- Ensure that the Service can be managed, operated, and supported in accordance with the requirements and constraints specified within the service design.
- Provide support to project and BAU resources on issue and risk mitigations and serve as an escalation point.
Minimum competencies
- Technical Degree
- Considerable experience and proven track record in Service Management roles
- Specific experience in Service Operations activities at large organisations
- ITIL (Service Management Certificate) qualified (preferred).
- SCRUM certificate is desirable.
- Experience in leading Service Management teams.
- Experience working in a multi-vendor IT sourcing environment
- Using KPIs data to challenge the business to improve performance levels.
- Good knowledge and understanding of multiple Service based operational environments
- Experience of managing relationships with internal business customers
- Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes.
- Hands-on experience integrating cloud-based services and with integration tools.
- Extensive experience in service-oriented architecture.
- Excellent understanding of the organization’s goals and objectives.
- Demonstrated knowledge of the organization’s core business processes and operations, along with the strategic use of technology to grow a business.
- Proven experience with business and technical requirements analyses elicitation, modelling, verification, and methodology development.
- Extensive experience with developing strategic plans.
- Proven experience in systems design and development.
- Strong understanding of information processing principles and practices.
- Excellent knowledge of database solutions, application services, application integration and architecture patterns.
- Deep expertise around industry best practices in the various aspects of IT, technology trends, enterprise operations knowledge, and the ability to develop solutions to implement key business strategies.
- Consulting and relationship management experience working with customers and/or partners.
- Strong technology research skillset with proven ability to architect and present technology alternatives based on scope-level business concepts.
Minimum qualifications
- Able to exercise independent judgment and act
